Refund policy

Return & Refund Policy

Thank you for shopping at Homerunpet Malaysia. We stand behind the quality of our smart pet solutions and want to ensure you and your pets are completely satisfied with your purchase.

If you are not entirely satisfied with your purchase, we’re here to help.

1. Return Conditions

You have 7 calendar days to return an item from the date you received it. To be eligible for a return, please ensure that:

  • The item is unused and in the same condition that you received it.

  • The item must be in the original packaging (including the box, internal protective foam, and plastic wraps).

  • All accessories, manuals, and free gifts included in the original parcel must be returned.

  • You have the receipt or proof of purchase.

2. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned once the seal is broken or the product has been used:

    • Water Fountains: If water has been added or the pump has been submerged.

    • Smart Pet Feeders: If pet food has been added to the hopper or bowl.

    • Automatic Cat Litter Boxes: If the unit has been used by a pet or if litter has been added to the globe/base.

    • Drybo Plus / Pet Dryers: If pet hair, dross, or odors are present.

    • Replacement Filters & Consumables: If the individual protective packaging is opened.

3. Defective or Damaged Items (Warranty Claims)

If you receive a product that is defective or damaged upon arrival:

  1. Notify us immediately within 24 hours of delivery.

  2. Provide photos or a short video of the defect to our customer service team.

  3. We will arrange for a 1-to-1 exchange or a repair depending on the nature of the issue, covered under our Local Manufacturer Warranty.

4. Refund Process

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.

  • Approved Refunds: If your return is approved, we will initiate a refund to your original method of payment (Credit Card, FPX, or ShopeePay).

  • Processing Time: You will receive the credit within a certain amount of days, depending on your card issuer's policies (typically 5–10 business days).

5. Shipping Costs

  • Change of Mind: You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.

  • Manufacturing Defect: If the return is due to a confirmed technical fault, Homerunpet Malaysia will cover the return shipping costs.

How to Initiate a Return

To start a return or for any questions regarding your specific order, please contact us via:

  • Email: service@homerunpetmy.com

  • WhatsApp Support: +60 197613693

Note: We recommend using a trackable shipping service when returning high-value items like the Drybo Plus to ensure the safe arrival of your return.